Customer Engagement Team Lead

Were working with a growing, forward-thinking technology services provider that is looking to add aCustomer Engagement Team Lead to their team. This role suits someone who enjoys being at the centre of customer relationships. Youll act as a key point of contact for customers, helping to deliver a smooth, consistent experience while supporting internal teams with administration, reporting, and follow-ups.

The Role:

As Customer Engagement Team Lead, youll work closely with sales, marketing, and operational teams to ensure consistent messaging and delivers seamless, personalised engagement throughout the customer journey.

Key Responsibilities:

Lead and inspire a team of customer engagement specialists to meet performance targets and deliver outstanding client experiences. Organise regular check-ins, onboarding sessions, and demos to ensure clients understand and maximise features. Implement initiatives to boost customer loyalty, including retention programs and upsell/cross-sell campaigns. Manage team performance and conduct performance reviews to support professional growth. Develop and execute strategies to enhance customer satisfaction, retention, and adoption of products or services.

Manage escalated client issues and complaints, ensuring timely resolution with a focus on satisfaction. Work collaboratively with sales, marketing, and support teams to ensure consistent messaging and seamless customer experiences. Analyse customer feedback and engagement metrics to identify trends and opportunities for improvement. Prepare reports on team performance and client engagement for management and stakeholders.

About You:

Proven experience in customer service or client engagement roles. Demonstrated leadership and team management experience, including mentoring and developing staff. Proficiency with client service tools and CRM platforms. Committed to delivering excellent customer experiences. Relevant certifications are a plus but not essential Confident using CRM systems and support tools Experience in a technology, SaaS, or service-led environment is a bonus Familiarity with reporting tools and Microsoft Office Experience supporting onboarding or training activities Whats on

Offer:

Hybrid working model (office and home-based) Supportive, people-first culture Strong focus on worklife balance Learning and development opportunities Team events and social activities Generous holiday allowance, increasing with service Comprehensive health and wellbeing benefits